Advanced Business Communication 2013

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Restricted.1

Business Communication


Today’s Agenda

BUSINESS COMMUNICATION

1. Communicating

the message and understanding

others

2. Develop and deliver message

effectively

3. Sustain a business case, interact with

upper management,

proper prepare to structure,

adapt, write and address

4. Strategies for active listening,

develop a compelling

speaking voice and understand body language

5. Plan the best format for your

report presentation and

use statistic to achieve effects


Communicating the MessageWhat is Business Communication?

The term Business Communication is used for all

messages that we send and receive for official purpose

like running a business, managing an organization,

conducting the formal affairs of a voluntary organization

and so on.


Communicating the MessageFuel for Communication

2. Message

3. Encoding

4. Comm. Channel

5. Receiver 6. Decoding

7. Feedback

8. Brain Drain

1. Sender


Communicating the MessageForms of Communication

1. Downward Communication

- Explains necessary information for performing the job

- Control the activities of the subordinates with active feedback

- Provides motivation to the subordinates

2. Upward Communication

- Provides feedback to the superiors.

- Helps in to promote harmony between the management and the employees.

- Problems and complaints are redressed.

Formal Grapevine Phenomenon

- Feeling of certainty or lack of direction

- Formation of gaps

- Formation of a clique or favored group by the managers

Informal


Develop & Deliver MessageWriting Process

PREWRITING

•What do I want to accomplish?

•Who is going to read the email?

•What content, ideas, or data are needed in the email?

•How can I best organize my points into a coherent argument?

•Do my layout and design make this email clear?

DRAFTING

• Complete any needed research or data gathering.•Expand your notes and

identify your key points.

•Double-check your notes for other key points.

•Use your readers’ viewpoints and address their concerns.

•State your key point, action, or requirement in your first paragraph.

EDITING

• What you’re going to tell them – a sentence, a full introduction, a table of contents, or an executive summary.

•Summarize and conclude

POST WRITING & REVISION

•Change your perspective from writer to reader.

•Am I writing statements that I'll later regret?

•Did I proofread my email?

•Do I need clearance to send and distribute the email?


Write a Business CaseWhat is & How to Develop a Business Case?

A Business Case answers the question:

“What happens if we take this course of action?”

Useful when you want to:

- Demonstrate the value a proposed service would generate for your organization;

- Prioritize projects within your group and identify which ones to eliminate;

- Demonstrate the value of a product or service to a customer to make a sale;

- Obtain additional resources for a new project, initiative, or organization;

- Invest in a new capability, such as a software program or training;

- Decide whether to outsource a particular function.

Steps to prepare it:

- Define the opportunity;

- Identify the alternatives;

- Gather data and estimate time frame;

- Analyze the alternatives;

- Make a choice and assess the risk;

- Create a plan for implementing your idea;

- Communicate your case.


Communicating with Upper ManagementA Two – Way Street

- Anticipate their questions, concerns and objections-and know what to say to address them.

- Collect data, analyze trends and conduct risk-reward analyses with clarity and precision.

Rejects your proposal

- Treat it as a challenge rather than a defeat.

- Don't take it personally or insist repeatedly that you're right.

- Identify what missing pieces they need to approve your plan.

End any important

- Conversation by confirming agreements and taking notes.

- If you've decided to put an aide on probation, review your notes that summarize the steps your manager wants you to take and then ask, “Does that cover it?”

Dishing out compliments to higher-ups can sound insincere. But you should always look for opportunities to thank.

When upper management makes an error, resist playing “I told you so” .

Relating to Upper Management: Analyze issues from their perspective, not yours.


Find Your Leader’s VoiceLanguage of Leadership

Speaking as a Leader

1. Think like a leader

2. Create a leader’s script

3. Use the language of leadership

4. Achieve a leader's presence

Listen as a Leader

1. Pay attention

2. Show that you are listening

3. Provide feedback

4. Respond appropriately

5. Defer judgment

Impress as a Leader

1. Posture – standing tall with shoulders back.

2. Eye contact – solid with a "smiling" face.

3. Gestures with hands and arms – purposeful and deliberate.

4. Speech – slow and clear.

5. Tone of voice – moderate to low.


Communication in Today’s Business EnvironmentWhere Do the Narratives, Goals and Milestones Go?

So if they are written poorly/hard to understand 1. This reflects badly on you and Operations 2. Threatens deadlines 3. Creates rework as you will need to be contacted to clarify

High Level Guidelines:

1. Written from a “rookie” point of view i.e. after writing, ask yourself “Would ANYONE (not just experts), understand this?” If no, rewrite and check with a colleague

2. Don’t try to impress your audience, it will just leave them confused and frustrated

3. Verbalize, “This is a great success because….this is an achievement because….” It helps to be told why something is important, helps audience draw conclusions and correlations quicker

4. So why is this good? What is the benefit? Be explicit


Communication in Today’s Business EnvironmentWriting Good Narratives , Goals and Milestones

• Make it Measurable • Concise & Clear – Meaningful Terms • Past Tense for Achievements • Use Verbs • Clear call to actions • Do not use acronyms or abbreviations • Ask yourself: So why is this good? What is the

benefit? Be explicit

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Restricted.

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Education

Advanced Business Communication 2013